InStranet Launches Telco-Media Edition of Award Winning Contact Centers In-Line Application
Telco-Media Edition packages telecommunications knowledge best practices for rapid deployment and consistent cross-channel customer experience

CHICAGO, June 8, 2005 – InStranet, Inc., the leader in multi-channel knowledge applications, today announced the launch of their packaged Telco-Media Edition of their award winning Contact Centers In-Line™ (CCIL) application.  Working with industry leaders in the Telecom, Media, and Communications sectors, InStranet has packaged industry-specific knowledge processes in the Telco-Media Edition, which results in a consistent cross-channel customer experience and unbeatable deployment times.

The CCIL Telco-Media Edition is the only multi-channel, fully integrated knowledge application available for the telecommunications and media industries that can be extended across multiple customer touch points.  Benefits of the solution include faster, better service for customers, increased agent satisfaction, and streamlined knowledge processes for managers.  This boosts customer retention, lowers operating costs, and increases revenues. 

The CCIL Telco-Media Edition provides agents with instant, one-click access to all product and service information relevant to the complete customer experience.  For example, agents working for a mobile telecommunications firm often need to access information regarding product or service descriptions, availability, options, pricing, procedures, setup, incidents, outages, and competitor comparisons.  From a single screen, agents can instantly access all the information they need to handle any stage of a call, thereby eliminating the need to conduct multiple searches.  This also enables agents to anticipate potential customer issues, thereby reducing callbacks.  Equally important, CCIL empowers agents to seamlessly integrate up-sell and cross-sell proposals at appropriate times during calls, which translates into increased potential revenue.  For managers, the Telco-Media Edition automates knowledge processes, including product launch, retention initiatives, and support, ensuring agents across channels are always in sync and have the right information to help customers at any time during a call.

“Customer service and satisfaction is a critical differentiator for telecommunications companies today. The most successful firms will leverage a multi-channel knowledge application that empowers all customer-facing representatives to address customer inquiries quickly, efficiently, and consistently, no matter where customers are in their lifecycle with the company.  The knowledge application should be able to manage all company sales and service information to support every step in the customer service information lifecycle, across all channels, in order to optimize each and every customer interaction," said Esteban Kolsky, Principal Research Analyst at Gartner Inc.

“We see leading Telco customer service organizations increasing the value of each customer interaction.  And given the competitive nature of the market, they need turnkey solutions that can easily support the pace of their business.  We’re happy to hear our customers tell us that the CCIL Telco-Media Edition has given them a competitive advantage,” said Alex Dayon, CEO, InStranet.

About InStranet

InStranet is a leading provider of multi-channel knowledge applications. Global 2000 companies rely on InStranet's solutions to automate content and knowledge delivery for contact centers, field sales, and Web self-care, for servicing and sales initiatives. InStranet's Multi-Channel Knowledge Applications enable businesses to securely create, manage and deploy critical profile-based content for enterprise channels, and to analyze results to identify key successes or areas for improvement.

InStranet is working with many high-profile enterprises, including 3M, AXA, France Telecom, Orange, SFR Cegetel, Tele2, Transcom, UPC Noos, VimpelCom, and Zurich North America. Global partners include Amdocs, Aspect Communications, BEA Systems, Genesys Telecommunications, IBM, Oracle Corporation, salesforce.com, and Sun Microsystems. InStranet is headquartered in Chicago with offices in Paris and London, and technology and distribution partnerships throughout Europe and Asia.

For more information, contact:

InStranet, Inc.
InStranet EMEA
Andrew Zinger
+33 (0)1 41 27 68 54
azinger@instranet.com